Virgin media app linked to old account

[Corey05]

Hi. I recently moved house and transferred my package to the new address. For some unexplained reasons I got given a new account number. However My virgin media (mobile app and browser) is still linked to my old account which now shows as disconnected. I’ve spent hours on the phone with someone who eventually told me that it my account had successfully transferred, however it’s now been two weeks and nothing has changed. Very frustrating … Can you please help sorting this out ? (I do not want to create a new email address). Thanks, C

[Joseph_B]

Hey @Corey05,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear this has happened, I would like to look into this for you, for me to do so I will need to confirm some information from you in a quick private message.
 
If you have not used this feature before you can access this via the envelope at the top of your screen.

Joe